Complaint Handling

1. PASA Training Complaint Handling Induction Training

2. Next Back Home Welcome… Welcome to this web based training session on Complaint Handling. It should take you approximately 10 minutes to complete this material. How to use this pack To go to the next page, please click the button. To go to the previous page, please click the button. To go to the first page, please click the button. To display additional points on a page click the button. Additional information will be displayed in a separate font. Blue bullets indicate how many times to have to click to display all the information. Show Me Induction Training

3. Aims & Objectives… • By the end of this session you will have knowledge of: • Introduction to Complaint Handling. • Prestige Complaints Culture. • Prestige Complaints Procedure. Induction Training

4. Introduction… Although we all try our best at work, sometimes things go wrong and there are reasons to complain. This might mean that you are unhappy about something or that somebody is unhappy about something that you did. At Prestige Nursing we have a very clear and well published complaints procedure. You will be able to obtain a copy from your branch manager. All complaints will be investigated and appropriate action taken. Induction Training

5. Prestige Complaints Culture… It is important that complaints are taken seriously, as we provide a service and we want this service to be outstanding. Investigating complaints will give us hints about how we can improve our service to an even higher standard. At Prestige Nursing we have a positive culture with regards to complaints. Members and clients are encouraged to use the complaints procedure where necessary and nobody will be victimised for making a complaint. This means that should you ever find yourself in a position where you need to make a complaint, you will not be treated less favourably because of this. Induction Training

6. Complaints Procedure… Complaints should be made to the branch manager in the first instance, this applies to both members and clients. If the complaint is about the branch manager, their line manager should be contacted. All information with regards to the complaint is recorded on a PSN18 form and kept in the branch. Complaints are either solved immediately or a course of action is agreed within 24 hours. Prestige Nursing investigates all written complaints within 15 working days except where the complaint's nature's is such that an investigation would take longer. Induction Training

7. Complaints Procedure… If a complaint is about a member it may be necessary to suspend the member, however, you can be sure that Prestige Nursing will support its members through the process. Once the investigation has been completed, the outcome of the complaint will be communicated. Prestige Nursing has an appeal procedure if the outcome of the investigation and the subsequent action does not satisfy the person making the complaint. As part of our Quality Assurance process we monitor the number of complaints per branch during the annual audits and the logs are sent to Human Resources. Induction Training

8. Review… This eLearning session has covered the Prestige Nursing Complaints Procedure. There is a positive culture towards complaints at Prestige Nursing and clients and members are encouraged to use the process. Complaints are seen as a way to learn and to improve our service delivery. You will not be victimised for making a complaint. Induction Training

9. Well done! You have now completed this web based training package on the Complaint Handling. Please complete the assessment on the Complaint Handling next. Click to exit Induction Training